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Service Integration & Management

Service Integration & Management

SIAM is key to achieving end-to-end business and service outcomes and enabling IT to successfully perform an orchestrator role in a vendor landscape growing in complexity. HCL’s SIAM Gold Blueprint can help in the assessment, design, and implementation of the SIAM framework and model.

HCL SIAM Report

A perfectly orchestrated Service Integration and Management (SIAM) process is essential for unraveling the complexities of a modern enterprise. SIAM seeks to unify and coordinate diverse vendor and stakeholder functions. This fosters a seamless harmony of people, processes, and technologies.

Service INTEGRATION Architecture and Gold BluePrint

Contemporary firms are consistently shifting from mere tech management to service orchestration. For instance, XaaS (X-as-a-Service) is causing a radical shift in the very nature of service delivery. HCL’s SIAM architecture enables customers to integrate their supplier ecosystem and achieve superior service orchestration.

Overview

With the increased acceptance of niche cloud providers, rapid automation and commoditization of ITO (information technology outsourcing) service towers, IT outsourcing buyers continue to deal with an increasing number of service providers but witness several challenges. Managing a vendor landscape where suppliers follows their own processes, while also ensuring they are aligned towards the business objectives is gradually becoming difficult. IT has now evolved to a “broker” role.

Increasing complexity drives IT outsourcing buyers to reevaluate their service integration and management strategy. HCL facilitates the assessment of the right SIAM model. Our two-fold approach helps enterprises to overcome the challenges associated with integrating and aggregating the supplier ecosystem. The HCL SIAM model ensures conducive conditions for collaboration by aligning the ecosystem with customer demands. The solution drives strategic innovation and collaboration in the ecosystem while maintaining competitive tension. Additionally, the HCL SIAM gold blueprint provides an aggregation solution, a service management platform and an industrialized “service bus. Together, they enable a strong process framework for integration of disparate IT providers, driving greater visibility into operational performance for improved decision making. This, in turn, ensures better accountability, trust, transparency, and effective performance management in the ecosystem while establishing a collaborative ethos.

With the shift towards Gen 3.0, the adoption of HCL’s Service Integration and Management framework will deliver increased efficiency, hybrid cloud model adaptation, and a greater supplier management synergy.

Consumer Services

Our Solutions

HCL SIAM ServiceNow Gold BluePrint

The HCL SIAM ServiceNow Gold BluePrint is the process ecosystem of HCL best practice processes; designed, used and maintained for SIAM services and managing a multi supplier environment pre-implemented on the ServiceNow platform with best practices pre-configured. The solution includes a detailed document set to implement SIAM; including project plans, process documents, measurement methodology, governance forums, OLA templates, training material, etc. All artefacts required to operate and manage and integrate with other providers also pre-defined.

HCL ServiceXchange

ServiceXchange, offered as a SaaS solution, acts as the system for orchestration between the ‘service consumer’ and the ‘service supply chain entities’. ServiceXchange provides

Catalog Aggregation: Single system of engagement by aggregation of multiple service catalogs of different suppliers

Service Orchestration & Publishing: Orchestration of multiple service offerings from different service providers utilizing Shopping Cart functionality of ServiceXchange for IT as well as non-IT services.

Order Fulfilment and Routing: Automatically routes orders to suppliers’ fulfilment systems and communicates back to consumers when orders are fulfilled.

HCL XSM

HCL XSM or “XaaS Service Management” enables a modern, consumption-driven engagement model and goes beyond the traditional IT service management. It is offered as SaaS solution and connects the various consumers (business users, IT practitioners, or end customers) with goods and services that they need to drive productivity and innovation. It fosters service consumption and automated fulfilment, knowledge sharing, self-service support, and collaboration between communities of interest to improve the overall engagement experience with IT, while supporting the traditional ITSM processes and models.

HCL Service Integration Bus

The HCL Service Integration bus handles the integration of on-premise and cloud service management solutions like ServiceNow. The solution provides real-time bidirectional integration with a variety of data sources via a message broker service leveraging the standard HCL GBP model for data that is exchanged between service providers and their customers.